Technical Support Engineer III - Helpdesk
Looking for an opportunity with a dynamic, fun, and goal-oriented company? We’re growing quickly and we’re looking for some not-so-typical talent to join our team.
Progress Residential® is one of the largest providers of high-quality, single-family rental homes in the United States. With more than 75,000 homes across some of the fastest-growing markets, our residents appreciate the flexibility, freedom, and convenience of living in a single-family home without the obligations of home ownership.
Progress is committed to making the home rental process easy and enjoyable for the 100,000+ residents we serve by empowering our team members and investing in innovative systems and technology. Our portfolio has continued to grow substantially the past few years and we see increasing demand for professionally managed single-family rental homes and anticipate continued growth.
Employment with Progress Residential is conditional on a satisfactory background and drug screen as well as submitting proof satisfactory to Progress Residential that you are fully vaccinated against the Corona Virus COVID-19 disease, subject to any accommodations granted by Progress Residential based on disability or religion as applicable by state law.
We are looking for an IT Helpdesk Technician. If you’re the kind of person who sees a problem, develops a solution, and creates an improvement no one’s asked for yet, then we want to talk to you! As the successful candidate, you will be responsible for ensuring IT support requests are addressed in a timely manner while exhibiting exemplary customer service skills. Candidates should be excellent engineers and organizers that have demonstrated the ability to learn quickly and work effectively in a fast-paced, rapidly changing environment. Our ideal candidate exhibits a can-do attitude and approaches his or her work with vigor and determination. This role is to provide heavy end-user technical support via calls and tickets.This role is part of the Enterprise IT team that manages IT across the Pretium/Progress brand.
Essential Functions & Personality
Able to perform all the HelpDesk Tier 1, Tier 2, and Tier 3 responsibilities and act as escalation for Tier 1 and Teir 2 engineers.
Receive technical support requests from internal users via phone, email, and online ticketing system.
Provision computer hardware/software and network support
Review application issues
Manage computer inventory and supplies
Triage, prioritize and remedy end-user computer issues
Manage projects in a results-oriented environment
Emotionally intelligent; demonstrates patience, understanding and empathy for a frustrated customer. Has a true desire to build a relationship with the customer.
Problem solver: takes the initiative to reproduce the problem before navigating a solution by understanding not just what went wrong, but what action the customer is after.
Good communicator: has a practiced grasp on how to reduce complex concepts into familiar, digestible terms for a customer, avoiding long-winded explanations and focusing on solving the issue quickly. Friendly, honest, and - most importantly - brief.
Methodical; deliberate, detail-oriented with the ability to get to the heart of the problem. Regularly follows up with customer until their problem is resolved.
Interact with end-users in a professional and courteous manner, providing quality service.
Accurately identify, evaluate and prioritize end-users' issues, requests and/or questions.
Provide first level support and other documentation as necessary to aid in troubleshooting, resolving or reproducing the end-user issues or escalate as necessary.
Document issues, requests and/or questions into ticketing system.
Regularly communicate with end-users as to the status of open tickets.
Perform post-resolution follow-ups to issues/requests.
Increase productivity by continued improvement of knowledge level and troubleshooting procedures.
Minimum three year of experience in a technical role providing remote support in a technical service desk environment, MSP experience a plus.
Strong Technical Aptitude
Strong track record of understanding and interest in current and emerging technologies both from Administrator side and end user side.
Ability to effectively document and triage most calls.
Demonstrated understanding of how this role affects the end-user or other team members involved in serving the client.
Preferred experience with IOS - troubleshooting and maintain
Preferred experience with a Mobile Device Management platform (JAMF, Airwatch, Intune, Maas360)
Mature approach with a focus on customer service, rapport-building, listening, and questioning skills.
Effectively apply communication skills to build and maintain relationships.
Able to work effectively with others and to build a shared vision which leads to accomplishing team goals and identifying/resolving problems.
Knowledge of PC and printer hardware configuration, deployment, and troubleshooting.
Experience with Windows operating systems, Adobe, Office 365, Outlook, Excel, PowerPoint, Hardware, Active Directory, Zoom Meeting Software, Understanding of TCP/IP and the ability to learn various application platforms. Zoom and Teams preferred
Provide remote and on-site support to 20+ locations and counting
Prior experience utilizing ticket tracking system is a plus
What you can expect from us:
Progress Residential® offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, 9 paid holidays and much more.
This summary is not an all-inclusive description of job duties. Other job duties and responsibilities may also be assigned by the incumbent’s supervisor at any time based upon Company need.
Progress Residential® is a proud Equal Opportunity employer, m/f/d/v.